Customer Service Manager

DFI Retail Group; Singapore; On-site; SGD 60,000 - 80,000; Full time

Job summary

DFI Retail Group is seeking a dynamic Customer Service Manager to lead a multi-location customer service team in Singapore. This high-impact role involves managing customer service operations, resolving escalations, and ensuring a professional experience for all visitors. Ideal candidates will possess strong operational management skills and a proven track record in customer service excellence.

Qualifications

• At least 5–7 years of experience in a customer service or customer-facing role.
• Experience in customer centre management, vendor governance, and/or operational analytics preferred.
• Strong verbal, written and interpersonal communication skills are required.

Responsibilities

• Manage the Customer service team by optimizing resource allocation to achieve service quality metrics.
• Manage the day-to-day operations of the Customer service team, providing direct support, guidance, and performance feedback.
• Handle and manage complex customer escalations and complaints.
• Serve as a key liaison between Customer Service and internal departments.
• Provide support and governance oversight to outsourced customer contact centre and internal teams.
• Oversee the day-to-day operations of the receptionist team.

Skills

Customer-centric mindset

Interpersonal skills

Communication skills

Conflict management

Operational analytics

Education

Diploma/Degree in Business, operation, hospitality or related field

Job description

About the role

We are seeking a dynamic and results-oriented Customer Service Manager to lead our multi-location customer service team, including both outsourced and Singapore-based team members. This role is responsible for managing the full spectrum of customer service operations, supporting/delivering exceptional service levels, and driving cost-effective process improvements in a high-performance environment.

In addition to leading the customer service team, the role will also oversee the front-of-house receptionist team, ensuring a seamless and professional experience for all walk-in visitors and internal stakeholders.

Why Join Us?

This is a high-impact role ideal for proactive personnel who thrives in complex operational environments and is passionate about delivering service excellence. You will play a key role in elevating the customer experience and shaping the frontline face of the organization—internally and externally.

Key responsibilities

• Manage the Customer service team by optimizing resource allocation to achieve service quality metrics.

• Manage the day-to-day operations of the Customer service team, providing direct support, guidance, and performance feedback to ensure compliance and the achievement of all service quality metrics.

• Handle and manage complex customer escalations and complaints, providing effective and timely resolutions (working with respective functions head, where needed).

• Serve as a key liaison between Customer Service and internal departments to align strategic priorities and communicate customer-centric insights.

• Provide support and governance oversight to both the outsourced customer contact centre and internal SG-based teams to ensure compliance, consistency, and quality.

• Oversee the day-to-day operations of the receptionist team, ensuring a professional, welcoming, and efficient environment for guests and staff.

• Perform any other duties assigned and undertake any other responsibilities or tasks as assigned.

About You

• Diploma/Degree in Business, operation, hospitality or a related field or its equivalent.

• At least 5–7 years of experience in a customer service or customer-facing role

• Experience in customer centre management, vendor governance, and/or operational analytics preferred.

• Good understanding of customer services, experience metrics and operations.

• Strong interpersonal and communication skills, with the ability to influence cross-functionally and manage conflict diplomatically.

• Customer-centric mindset with a passion for delivering outstanding service.

• Strong verbal, written and interpersonal communication skills are required.